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June 5, 2007

Purdue's 'Call Center Campus' to focus on the marketing tool

WEST LAFAYETTE, Ind. - The 14th annual Call Center Campus, which takes place July 9-12 at Purdue University, will look to the future of call centers as strategic and marketing tools for companies.

Richard Feinberg, director of Purdue's Center for Customer Driven Quality, said the more than 57,000 contact centers in the United States offer traditional and interactive services that help companies satisfy customers and have been found in research to increase sales and loyalty.

"Eighty percent of all contact with companies is by telephone, so call centers are a strategic weapon in delivering exceptional customer service," Feinberg said. "While you cannot promise you will not make mistakes, you can promise you will correct them."

Feinberg, who is a professor of consumer sciences and retailing in Purdue's College of Consumer and Family Sciences, said conference attendees are call-center professionals who want to find out the latest information about how the best call centers in America are operated.

"Call Center Campus is designed to be the most intimate educational event of all the professional events," Feinberg said. "We will present the latest and greatest in what is happening in operations and strategy of call centers."

Some of the keynote presenters and presentations include Jon Anton, director of benchmark research at the Center for Customer Driven Quality, "The Future of Contact Centers"; Martin Hand, vice president of customer care for Continental Airlines, "Worst to Best: The Continental Airlines Trip"; Lori Carr, assistant vice president, customer response center, and Todd Fusco, assistant vice president, business solutions planning, Metropolitan Life Insurance Co., "The Power of Learning and Technology in the Call Center"; Tim Searcy, president, American Teleservices Association, "Self-Regulation: The Future of the Call Center Industry"; and Kevin Childs, president of sales, UCN Inc., "Interpreting the Voice of the Customer (Ask then Act)."

In addition, there are more than 40 workshops and seminars on a variety of participants' chosen areas of interest, including call-center performance benchmarking, designing an effective post-call survey and the recovery process for a poor service experience. Other presentations and seminars include sessions on quality assurance, managing employees, customer relationship metrics and first-call resolution. New this year is a special track on developing call centers for business-to- business contact from start to finish.

The complete conference schedule and registration information is available online or by calling (800) 359-2968.

Writer: Maggie Morris, (765) 494-2432, maggiemorris@purdue.edu

Source: Richard Feinberg, (765) 494-8301,  xdj1@purdue.edu

Purdue News Service: (765) 494-2096; purduenews@purdue.edu

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